Customer Support Analyst
Customer Support Analyst - Dublin. Our client seeks a Customer Support Analyst . In this role you will be working in a help-desk environment. An in-depth knowledge of ERP systems will be required , with an understanding of the business environments that customers operate in. As all of client's customers utilise the financial integration of our client's ERP system, a knowledge financial foundations would be a distinct advantage. Key responsibilities include: • Provide support to external customers via phone/email and web portal. • Prioritise customer support queries based on severity and effectively manage the issues through to resolution within accepted service levels. • Troubleshoot complex software application and document replication of issues. • Provide excellent customer management. • Escalate unresolved problems/issues within prescribed timeframes. • Maintain current knowledge of relevant product offerings. • Provide out of hours support as required. Skillset Required for this role: • Previous Customer Support Experience essential, preferably supporting ERP systems. • Knowledge of ERP Systems in the areas of Finance/Distribution, preferably with some hands-on experience in Epicor ERP products. • Have a working knowledge of the financial foundations and interactions of an ERP system in the areas of AP, AR and GL. • Have knowledge of SQL Server Management tools. • Have knowledge of Crystal Reports/SSRS Reporting. • Have excellent investigation and diagnostic skills. • Have excellent communication skills, the ability to express yourself verbally, on paper or by email, including the ability to listen, empathise and display patience and understanding when dealing with customer issues. • Good time management skills with the ability to multi-task in a help-desk environment. • Ability to work independently and as part of the support team. • Up to date understanding of current IT applications, systems and trends. • Strong customer service focus. Qualifications and Experience sought: • Interested candidates should hold a third-level qualification in one or more of the following areas: - - IT. - Finance. - Engineering. • Minimum 4 years’ experience in a similar role. This job originally appeared on RecruitIreland.com.
271 days ago